Call Center Manager

Location: Bhāndup

Process Head, Call Centre Division
Kanjurmarg, Mumbai
Policy Era Insurance Broking Pvt. Ltd.
Full time position

Policy Era Insurance Broking Pvt Ltd is looking for a Process Head, Call Center Division. This individual will lead and manage the telesales operating area of our business. The Process Head will be expected to meet the operational, sales, and quality standards set forth for the entire call center team while also driving productivity within the branch.

The ideal candidate will have extensive experience in managing an insurance telesales operation; providing leadership to a team of sales individuals, and developing, training and managing teams and individuals to produce business results in a fast-paced environment.

Key Responsibilities:

Call Centre Operations and Business Outcomes
Ensure daily operations for the telesales center (floor operations) run smoothly (maintaining productive flow on the call center floor).
Drive the key business outcome metrics (i.e., production, average ticket size, lead conversion rates, team productivity) to achieve a preferred return on investment (ROI).
Ensure that the team adheres to company policies; regulatory guidelines; and establishes a customer-focused sales culture by promoting teamwork and collaboration within the team.
Use daily management information systems (MIS) along with reporting documentation and performance tracking to measure the operational performance of the call center.

Team Leadership and Management
Provide team direction to Telesales Relationship Managers and Authorized Verifiers.
Manage the recruitment, onboarding, and performance of the call center departments.
Coach/Mentor the individuals and provide training in either improving the ability of the individual or their knowledge of the product provide service to customers with.
Manage the teams’ engagement level; motivating the team; attrition.

Training & Quality Assurance
Hold regular trainings on products, selling techniques, compliance, and soft skill development for all associates
Monitor calls and interactions to ensure that the sales quality, compliance and customer service standards are being met
Provide feedback and coaching to associates in order to improve converting, as well as enhancing the total customer experience
Monitor associates' activities to ensure compliance with quality benchmarks and regulatory standards established for all Telesales activities.
Stakeholder & Process Coordination
Work alongside internal operational, underwriting, claims, and finance teams in order to ensure proper and timely issuance and servicing of policies.
Partner with internal stakeholders to resolve customer escalations, handle endorsements and address inquiries related to claims.
Support high value customer and critical case handling.

Market Awareness & Process Improvement
Maintain current knowledge of industry trends, competition, and regulatory changes impacting the insurance marketplace.
Identify opportunities to improve sales process, lead management and operational efficiency.
Utilize best practices to increase sales production and quality metrics throughout the telesales centre.

Key Performance Indicators (KPI's)
-Telesales Centre:
1) Telesales Centre productivity metrics (sales production and revenue; ratios for converting leads to sales).
2) Use of AVERAGE TICKET SIZE metrics (sales production based on sales tickets).
3) Policy Issuance metrics (all issuance volumes using current quality standards).
4) Team productivity and attrition levels.
5) Reduction of cancellations and endorsements through quality selling

Skills &

Competencies:

Strong leadership and team management skills.
High analytical and performance-based monitoring skills.
Excellent communication and presentation skills.
Strong relationship management and stakeholder coordination skills.
Problem Solving Mindset and Proactivity for Issue Resolution.

TACTICAL/OPERATIONAL/EXECUTIVE LEADERSHIP FOCUS (CUSTOMER)
Strong Interpersonal Skills, Service Orientation (Customer Service)
2 - 5 Years as a Process / Team Lead / Operations Manager in Insurance Broking or Advisory
Companies and Prior Experience Managing a Large Telesales or BPO Team Will Be Preferable
Be a Graduate or Post Graduate in Any Discipline
Strong Knowledge of Products, Processes and Compliance Related to Insurance, Telesales

Why Join Policy-Era
Lead and Scale the Development of Our Telesales Insurance Business
Exposure to All Aspects of Life, Health and Motor
Work in an Environment Where You Can Collaborate, Develop Your Leadership Skills and Innovate Your Processes